I called in for supplies for my mom. It took 2 months to process it. They do not call to follow up or to ask for further information or proof they need. They will tell you well we have the rx or order but we are waiting on refusal letter from the insurance. They will not call you to tell you this so you can go ahead and get the refusal letter from the insurance. The customer service representative can be more proactive in helping customers by making follow up phone call to the get necessary information they need so the items being processed can be taken care of.